Portals that create their own tickets
A customer portal is meant to deflect contact. Some of them manufacture it. Here is how that shows up in Kuching support queues.
A ticket that says ‘cannot see my bill’ is often not a billing problem. It is a portal problem that has been translated into a queue.
In reviews we keep a running list of screens that look complete and still force a call: a PDF that opens blank on a phone, a statement year picker that starts at 2019 and hides 2024, a ‘download’ button that needs a desktop plugin nobody has.
The pattern is local as well as technical. Counters in Sarawak still catch the overflow when a portal assumes broadband, a private laptop, and a customer who remembers which email was used five years ago.
If you own a portal, sit with three recent tickets and try to finish the same task without calling anyone. The first stuck point is usually the finding. The second is usually a copy issue. The third is often a schema mismatch — the screen and the record no longer share a name for the same thing.
We write those stuck points down with screenshots and a suggested owner. That is less glamorous than a redesign, and it is what actually shortens the queue.